Rachel Dipchan
Pointe A Pierre
Summary
Dynamic professional with a proven track record in customer service and conflict resolution. Recognized for exceptional attention to detail and strong communication skills, effectively managing escalated issues and training new staff. Enhanced overall service quality and fostered positive client relationships through commitment to outstanding results.
Overview
26
26
years of professional experience
Work History
Secretary
Our Lady Of Mount Carmel R.C Church
Carapichaima, Trinidad And Tobago
02.2025 - Current
- Managed daily office communications and correspondence for the church community.
- Answered incoming phone calls, responded to inquiries and transferred calls as needed.
- Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.
- Coordinated communications, taking calls, responding to emails and interfacing with clients.
- Performed data entry into computer systems; ensured accuracy of all entered information.
- Responded to customer inquiries via email or telephone in a polite and professional manner.
- Prepared documents such as memos, letters, reports, spreadsheets and presentations using Microsoft Office applications.
- Processed invoices for payment; tracked payments received from vendors and clients.
- Greeted visitors and directed to appropriate location or person.
- Reviewed billing statements for accuracy prior to submitting them for payment processing.
- Sorted mail and distributed it to appropriate personnel or departments within the organization.
- Managed multiple calendars and contacts using computer software.
- Created and updated spreadsheets to track and report data.
- Developed an efficient document tracking system which allowed quick access to all necessary paperwork.
- Compiled data from various sources into clear, concise reports that could be used by management for decision-making purposes.
- Reviewed invoices for accuracy before submitting them for payment processing.
- Operated office equipment such as photocopiers, scanners, and fax machines.
- Handled confidential documents with discretion.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Responded to customer issues to provide immediate resolution and improve retention.
Customer Service Advocate
TSTT
Port Of Spain, Trinidad And Tobago
02.2000 - 06.2022
- Assisted customers with inquiries via phone and email communication.
- Resolved customer complaints using company policies and procedures.
- Documented customer interactions in the CRM system for tracking purposes.
- Educated customers about services and promotions offered by TSTT.
- Trained new staff on customer service protocols and systems used at TSTT.
- Managed escalated issues and provided appropriate solutions to customers.
- Conducted follow-ups with customers to ensure satisfaction after support interactions.
- Worked closely with other departments to ensure quality customer service delivery.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Adhered to all company guidelines when interacting with customers.
- Managed incoming calls from customers in a professional manner.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Stayed on top of changing internal policies, company offerings and promotions to effectively serve every customer.
- Documented customer notes with CRM software to keep records accurate and current.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Updated databases with new and modified customer data.
- Processed customer transactions accurately and efficiently at the busy retail location.
- Handled cash, credit, and refund transactions with attention to detail.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Collected payments and provided accurate change.
- Greeted customers and answered any questions they had about the store's products and services.
Interviewer Clerk
Courts Trinidad Limited
San Fernando, Trinidad And Tobago
10.1999 - 12.1999
- Interview customers who were applying for hire purchase
- Forwarding documents and information to the credit department for approval
- Providing exceptional customer service according to company standards
Office Clerk
Diptee's Harware
Siparia, Trinidad And Tobago
05.1999 - 10.1999
- Managed daily office operations and maintained organized filing systems.
- Processed pay sheets for weekly statutory payments/deductions (NIS/Health Surcharge)
- Kept files updated with payments and balances
- Processed cash payments for customers
Education
Certificate -
Office Gems
Arima11-2023
Certificate - Operations Management
University of The West Indies
Chaguanas10-2006
Diploma -
Institute of Commercial Management
San Fernando09-2005
Certificate - Administrative Management
Institute of Administrative Management
San Fernando04-2001
Certificate - Computer Literacy
Personalized Computer Services
San Fernando03-1996
GED -
Couva Private Grammar
Couva06-1994
GED -
Gasparillo Composite
Gasparillo07-1992
Skills
- Attention to Detail
- Interpersonal Skills
- Collaboration Skills
- Critical Thinking
- Customer Service
- Emotional Intelligence
- Leadership Skills
- Communication Skills
Languages
English
First Language
Reference 1
Nicole Lalsingh
Herbert S Lalsingh & Co
Audit, Accounting & Taxation
14B La Seiva Rd, Maraval
Contact #: 1 (868) 628-1557 (W)
1 (868) 678-7185 (M)
Email: nicole@hslalsingh.com
Reference 2
Earl Boodasingh
Executive Coach at Massy Group
Point Pleasant Park, Cunupia
Contact #: 1 (868) 685-7958 (M)
Email: earl.boodasingh@massygroup.com
Timeline
Secretary
Our Lady Of Mount Carmel R.C Church
02.2025 - Current
Customer Service Advocate
TSTT
02.2000 - 06.2022
Interviewer Clerk
Courts Trinidad Limited
10.1999 - 12.1999
Office Clerk
Diptee's Harware
05.1999 - 10.1999
Certificate -
Office Gems
Certificate - Operations Management
University of The West Indies
Diploma -
Institute of Commercial Management
Certificate - Administrative Management
Institute of Administrative Management
Certificate - Computer Literacy
Personalized Computer Services
GED -
Couva Private Grammar
GED -
Gasparillo Composite